Best Buy & Geek Squad Policies

[Joewoodward7]

Two months ago I bought a Toshiba laptop for my wife costing around $1,100. This morning a warning displayed saying that it's cooling system had failed, and that I needed to imediately turn it off and bring it back to the store. I turned it off and returned it to the Best Buy store on Two Notch Road in Columbia SC, where I had originally purchased the computer. First, I spoke with a technical assistant in Geeksquad, and then a manager by the name of Nick. I was informed that the computer was out of the 30 day store warranty and so would need to be repaired by a manufacturer approved shop off campus. This would require anywhere from a week to a month. It all depends on the needed part's availability. Here is my point: Why should I pay store prices for internet customer service guarantees? That is to say, if I had paid the cheaper price on-line directly from Toshiba or on Amazon, and the computer broke, I would be in the same boat that I'm in now. I'd be shipping the computer to a manufacturer approved repair facility, and waiting one to four weeks for its return. The appeal of the physical store has and will always be solid customer service and product guarantees. If you lose that appeal, and believe me you have, you have also lost the primary reason consumers buy products in a physical store. They will come and try out out products at Best Buy, and then go home and purchase them more cheaply on Amazon or manufacturer direct. Why shouldn't they? Shipping is lightening fast, customer service guarantees are the same, and the lack of store employees makes the products cheaper. Therefore, don't make people buy extended warranties, and stop shipping items off campus for repair. Rather, stock reliable products and back them with on the spot exchanges if they break prematurely. Walmart is excellent at these kinds of customer service guarantees. You lose money on the short term, but develop and retain a solid customer base that will help your company prosper over the long term. I hope this message makes a difference in your thinking. I've always enjoyed shopping in your stores, but today was a very negative experience. It's also a microcosm of why this store will follow Circut City into insolvency if it does not change its customer service model.

[CrystalWoW Community Veteran]

LOL. So they are going out supposedly because Toshiba poorly manufactured your computer. Yeah that makes sense... You didn't even purchase a protection plan from the sounds of it and Best Buy still has an avenue for them to send it off for you and get it repaired, rather than you having to pay to ship it to the manufacturer. If you bought it from Amazon or any other online company, they would tell you to pound sand and call Toshiba if you contacted them. Then Toshiba would have you pay and ship it off to who knows where for who knows how long. Way easier to just drop off at a BB location and get it serviced and sent back to that location and have someone to advocate for you and work with the manufacturer for you.

[Ryan-BBY Senior Social Media Specialist]

Hello Joewoodward7 -

Justin from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Ash_187]

I also liked the part where he says that the computer told him to bring it to the store... lol.

Also, you know what would lead Best Buy (or any major electronics retailer) into insolvency faster? By exchanging computers for anyone at anytime (which I'm guessing is what you wanted them to do since you are obviously unhappy with havng to get it repaired) instead of going by the manufacturers warranty.

[Justin-BBY Community Connector]

Good afternoon Joewoodward7, 

Welcome and thanks for sharing your experience! 

As I'm sure you do as well, I wish your first post with us could be under better circumstances. It's understandably aggravating to have a newly purchased laptop, like your Toshiba, that experiences issues. Then upon returning to the store, you're advised you'll have to wait several weeks to have it back. While I understand that you wish for a more efficient resolution, it is customary that when services are necessary, repairs generally take 2-4 weeks. I appreciate you voicing your concerns with us and if you have anything else to add, feel free to reply here. 

Regards,